Evaluagent Launches New Conversation Analytics Feature

Evaluagent has launched their latest feature, the Conversation Analytics Exporter, a feature that will allow users to create detailed reports of their customer support interactions and export the data into other business intelligence (BI) tools.

The new feature allows businesses to transform QA from a routine task into a critical function for driving business change.

Contact centre teams should now be able to better showcase their data and results to their wider businesses, allowing companies to make better data-driven decisions.

Jaime Scott, CEO and Founder of Evaluagent stated “making your data more accessible doesn’t just demonstrate the hard work your QA teams and agents are doing day-to-day – it significantly contributes to your overall CX strategy.”

The Conversation Analytics Exporter enables users to generate detailed reports on customer support interactions.

These reports include conversation details, sentiment analysis, xNPS scores, insight topics, and audio metrics when available.

This feature complements other reporting tools provided by Evaluagent, such as calibration, evaluation, KPI, 1-2-1, and root cause reports.

Users can export these reports in CSV format or access them via the Evaluagent API and integrate them with data analysis platforms like Power BI, Tableau, and Metabase.

Reviewed by: Hannah Swankie